Terms and Conditions

These terms explain how we quote, book and carry out heating and plumbing work, and how our workmanship guarantee applies. Please read them together with your accepted quotation and booking confirmation. Your statutory rights are not affected.

1. About these terms

These terms apply to services supplied by DK Gas Professional Ltd (company number 12342643), whose registered office is 99 Althorpe Drive, Loughborough, LE11 4QT. In these terms, “we”, “us” and “our” mean DK Gas Professional Ltd. “You” means the customer who accepts our quotation or books our services.

These terms should be read together with your written quotation, booking confirmation and any manufacturer warranty documents. If a term in your accepted quotation conflicts with these terms, the accepted quotation applies to the specific work or price it describes. Nothing here limits rights you have by law.

Contact us at info@gasrenewable.co.uk or on 07496 993011.

2. Quotations and agreed work

Your quotation describes the work included, the price, any stated warranty and any exclusions or assumptions. Unless the quotation says otherwise, it is valid for 30 days. A quotation does not include work that is not listed in it.

If we find that additional work is needed, we will explain why, provide the price and obtain your approval before proceeding. We will not treat silence as approval for additional chargeable work.

For consumers, prices and charges will be made clear before you accept the work. Where VAT applies, consumer prices will be shown inclusive of VAT.

3. Booking, cancellation and rearranging appointments

This section applies to call-outs, servicing, repairs and installation appointments. If you cancel, fail to attend or cannot provide access with less than 48 hours’ notice, we may charge a short-notice cancellation fee of up to £70 plus VAT (currently £84 including VAT). The fee will be limited to reasonable, direct costs or losses caused by the late cancellation that we could not reasonably avoid.

We will waive this fee if, before the original appointment time, we agree with you to move the appointment to another date. If we need to cancel or rearrange your appointment, you will not be charged.

For an appointment booked for the same day, you may cancel without charge within 10 minutes of receiving our SMS confirming the appointment and setting out this cancellation fee. After those 10 minutes, the short-notice fee above may apply, subject to the limits in these terms and your statutory rights.

We will tell you about any applicable cancellation fee before you confirm the booking. Please let us know as soon as possible if you need to cancel or rearrange. Short-notice cancellations can prevent us from offering the appointment to another customer, and we appreciate you respecting the time reserved for our engineer.

4. Your cancellation rights

If you are a consumer, you may have a statutory right to cancel a contract made at a distance or away from our business premises, normally within 14 days, unless a legal exception applies. These terms do not remove or reduce any statutory cancellation right.

If you expressly ask us to start a service during a statutory cancellation period, and later cancel after work has started, you may have to pay a proportionate amount for the work already carried out, where the law permits. If you ask us to complete the service within that period, we will obtain any acknowledgement required by law. Different rules can apply to certain urgent repairs requested by you.

To exercise a statutory right to cancel, send us a clear statement that you wish to cancel by email to info@gasrenewable.co.uk or by post to DK Gas Professional Ltd, 99 Althorpe Drive, Loughborough, LE11 4QT. You may use the model cancellation form below, but you do not have to.

5. Deposits and payment

If a deposit is required, its amount and payment date will be stated in the quotation or booking confirmation and agreed before the booking is confirmed. Any deposit or advance payment will be handled in accordance with your statutory rights. If you cancel, we may only retain or deduct amounts that the law allows, including reasonable direct costs or losses where applicable.

Payment is due by the date shown on your invoice. We accept the payment methods stated on the invoice or booking confirmation. If you have a concern about an invoice, please contact us promptly so we can review it.

If payment is overdue, we may take reasonable steps to recover the outstanding amount and may seek interest or recovery costs only where permitted by law. We will not apply an automatic daily percentage charge.

6. Call-outs and reported faults

Any call-out or diagnostic charge will be explained to you before you confirm the visit. If you report a fault with work or equipment we have installed, we will inspect it and explain our findings.

If the inspection shows that the fault was caused by our work and is covered by our workmanship guarantee, we will put it right without charge. If the fault is due to a pre-existing condition, equipment or pipework outside our work, misuse, lack of required maintenance, or work by another person, we may charge our standard call-out and diagnostic fee. We will tell you the applicable fee before the visit. Any repair or further work will be quoted and must be approved by you before we proceed.

7. Boiler installations and system flushing

Unless your accepted quotation says otherwise, a new boiler installation quotation includes a standard system flush and inhibitor. This is not a power flush, which is a separate service and is not included unless specifically listed in the quotation.

If our inspection indicates that a power flush may be required, we will explain the reason, provide a separate price and obtain your approval before carrying it out. If you do not approve the additional work, we will explain any effect this may have on the agreed scope of the installation before continuing.

8. Existing systems and workmanship guarantee

Our workmanship guarantee covers the work carried out by DK Gas Professional Ltd and faults caused by that work. For new boiler installations, our workmanship guarantee is 24 months from completion unless your accepted quotation states a different period. The boiler manufacturer’s product warranty is separate and is subject to the manufacturer’s terms, including any registration and maintenance requirements.

Before an installation, we may be unable to confirm that every existing part of the heating system is operating correctly, particularly where a fault cannot be tested until the new boiler is connected or the system is in use. In that case, our quotation and guarantee cover the new boiler installation and the work specifically carried out by us, not pre-existing faults or defects in existing radiators, pipework, controls, valves or other components outside our quoted work.

This does not exclude responsibility for defective work carried out by us or limit your statutory rights. Our guarantee does not cover faults caused by misuse, failure to follow manufacturer instructions, lack of required maintenance, a pre-existing defect, or later work or damage by another person. We will assess each reported fault on its cause.

9. Access and customer responsibilities

You must provide accurate information about the property and the requested work, and ensure safe and reasonable access to the work area, boiler, gas meter and relevant controls. Please tell us about known hazards, access restrictions and any relevant faults before the appointment.

If we cannot safely access the work area or carry out the agreed work because required access or information has not been provided, we may need to stop or rearrange the visit. Any charge will be explained in advance and will be limited to reasonable costs or losses permitted by law. The cancellation rules in section 3 may apply where the appointment is cancelled at short notice.

10. Safety and compliance

Gas work will be carried out by appropriately qualified engineers and in accordance with applicable gas safety requirements. We may refuse or stop work if the work area is unsafe, the requested work would be unlawful or unsafe, or an appliance or installation presents a safety risk.

If we identify an appliance or installation that must be classified or acted on under applicable gas safety rules, we will take the required safety steps and explain them to you. We may need to turn off or isolate an appliance where required for safety.

11. Certificates, reports and records

We will provide certificates, notifications and service records where required by law, the relevant certification scheme or the work agreed. Payment disputes do not remove any legal duty to provide required safety documentation.

Please keep the documents we provide and follow any safety, operating and maintenance instructions supplied with the appliance or system.

12. Work not included and third-party information

Repairs or work outside the accepted quotation are not included unless we agree them with you. We are not responsible for the accuracy of a diagnosis made by another company, but we remain responsible for the work we carry out and for our own professional assessment.

We install new gas cookers only where this has been agreed in writing. We do not accept responsibility for the condition or suitability of used or second-hand appliances unless we have expressly agreed otherwise in writing.

13. Liability and your legal rights

We are responsible for loss or damage caused by our failure to perform the agreed work with reasonable care and skill. We are not responsible for pre-existing faults, defects in items outside the work we agreed to carry out, or losses caused by circumstances outside our reasonable control.

Nothing in these terms excludes or limits liability where the law does not allow it, including liability for death or personal injury caused by negligence, fraud, or your statutory consumer rights. If you are a consumer, your legal rights under the Consumer Rights Act 2015 continue to apply.

14. Delays outside our control

We will contact you if events outside our reasonable control prevent us from attending or completing work as planned. We will offer a reasonable rearranged date or discuss any refund due for work not carried out.

15. Complaints

If you are unhappy with our service, please contact us at info@gasrenewable.co.uk or on 07496 993011. Tell us your name, service address, appointment or invoice details, and what you would like us to review. We will investigate and respond as soon as reasonably possible.

16. Governing law

These terms are governed by the law of England and Wales. If you are a consumer, you may bring proceedings in the courts available to you under applicable consumer law.

DK Gas Professional Ltd  |  Company No. 12342643  |  99 Althorpe Drive, Loughborough, LE11 4QT  |  info@gasrenewable.co.uk  |  07496 993011